Troubleshoot synchronization

CareMap normally refreshes workspace changes automatically. If a recent edit, assignment, answer, report, or Library item does not appear on another screen or device, start by confirming where the change was saved and whether it is still waiting to sync.

Check the basics

1. Confirm that you are signed in to the same CareMap account and workspace on both devices.
2. Refresh the page, reopen the guide, or return to the list and open the item again. This asks CareMap for the latest server copy.
3. Clear filters, search terms, folder views, or role-specific views that might hide the item.
4. Check whether the item was moved, deleted, shared into a different folder, or changed by someone with different access.
5. If the other device shows Read only, Failed, Expired, or another status, follow that status first. Some actions require Owner or Read-write access.

Do not create a duplicate guide, assignment, report, or upload until you know the original did not save. A duplicate can make later cleanup harder.

If the change was made during a guide session

Guide sessions can keep local progress while CareMap reconnects or finishes saving. Read the visible status near the session:

• Local session means progress exists on this device but has not become a server session yet.
• Session syncing, Reconnecting, or Replaying offline session means CareMap is sending saved changes. Keep the app or browser tab open and stay connected.
• Session sync needs retry, Retry, Blocked, or Conflict means CareMap needs review or another retry before all changes are applied.

When a review or retry option is shown, open it from the session screen or from Settings > Mobile & Offline > Session Sync. The Session Sync card shows pending sessions, changed items, retry counts, and blocked items saved on the current device.

If a report was submitted while sync was still finishing, refresh Reports before submitting again. CareMap may recover the submitted report after the queued session changes replay.

If you used mobile or offline mode

Offline work is saved on the device that performed it until CareMap can replay the changes. To finish syncing:

1. Reconnect that same device to the network and sign in with the same account.
2. Open CareMap and leave the affected guide or session available long enough for sync to run.
3. Open Settings > Mobile & Offline > Session Sync and choose Refresh sync status.
4. Review any Queued, Syncing, Retry, Blocked, or Conflict messages. Retry when CareMap offers a retry action.
5. Check Offline Packages for Ready, Partial, Stale, or Failed packages. Refresh or prepare the guide again if the package is stale or incomplete.

Do not clear offline data, remove an offline package, or uninstall the app until the pending session changes have synced or an administrator has confirmed the data is no longer needed.

If someone else made the change

Ask the other person to confirm that the change saved in the same workspace, folder, guide, or person record. If your access changed, refresh the screen or sign out and back in so CareMap can reload your permissions. Folder invitations and role changes may need to be accepted before newly shared content appears.

If it still does not appear

Record the workspace name, item or guide name, device and platform, approximate time of the change, visible status text, and whether Session Sync showed pending, retry, blocked, or conflict counts. Share those details with your administrator or CareMap support. Do not send screenshots or notes containing private care details through an unapproved support channel.